Priority, impact and urgency
How priority is set, how AI chooses it, and how a priority change moves the due date.
Priority is Low, Medium, High or Urgent. It decides the case's response and resolution targets.
Impact and urgency
When both impact (how many people or how much of the business is affected) and urgency (how soon it hurts) are given, priority is derived from them with the standard ITIL matrix, so two agents grading the same situation get the same priority.
Priority chosen by AI
For a new request, AI reads the impact and urgency from the requester's own words. Requester wording alone can raise a case to High at most; Urgent is set by an agent or by a routing rule (for example “executives' cases are high priority”).
Changing priority re-targets the SLA
When you change a case's priority, its due date is recalculated from the new priority's resolution target, counted from when the case was opened and following your business hours. If you change the due date yourself in the same update, your date wins. Raising a case to Urgent therefore makes it due much sooner, and it shows as overdue if that time has already passed.
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